C.S. Need more info. re: Investigation into an exchange and or refund letter
Hello Customer Service,
I received a letter today stating upon your investigation that I indeed received the FULLER BRUSH SWEEPER/BLACK. That it was proven to your satisfaction that the original package was delivered. Therefore I will be re-billed the amount in full in 17 days from the letter.
Now if I received an exchange you are requesting me to send back the original. How can I send back the original if I never received it in the first place. All I can send you is the replacement. PLEASE LET ME KNOW IF THIS IS ACCEPTABLE ASAP! I can do so tomorrow.
When I emailed C.S. back when the incident took place, I mentioned that it showed delivered in the (Where’s My Package) section already. So why send a replacement and not follow up with anyone else especially (me). I mentioned I spoke to my mail lady and she said she only delivered 1 package and that was the cookbook. I inquired with the USPS Incident#170816-002024 On August 16, 2017. Unfortunately, no one told me that this matter was not handled and under investigation and what to do. I would have gladly done so if I was informed to do so. So I did not follow up on it since the matter was resolved. Do you seriously think that I would spend thousands shopping with you to try to get away with a $29.95 item. How insulting is that. I can not send you the original since I never received it in the first place. I explained to you and the Post Office that I live right across the street from the homeless shelter and a public transit stop right in front so there is no parking in front of my house. I have a security gate between the driveway in the street. I am disabled and can not leave it unlocked all day. Just throw it over the gate or better yet leave a pick up slip in my mailbox.
However, I will send the replacement that I did in fact receive and You can bill me if you must I can not give you what I do not have.This has been unbelievable experience to say the least. I will have that in the mail for you tomorrow since it is past 5pm.
FYI,Just for anyone who has had an exchange or refund for missing item(s) beware this may happen to you too! Follow up regardless even if the customer service rep. says “Don’t worry about it. Always worry about it.
PS. I went to the USPS website and found out that I would have had to file a claim within 60 days from the inquiry. So it is 10 days to late for me. I just wish I would have known or been told before now.
Thank you, Jordan. I was very upset when I read that letter. Just to let you know my wife’s friend. Lucille completed the incident inquiry for me since she lives 2 blks from the post office and I am disabled and live at least a mile and 1/2 away. However, I will have the replacement sent out tomorrow and can post the tracking number here if it helps.
Posted in Customer Service
10.27.17 4:53 PM